FAO Schwarz

RE:          Complaint ID 12209284  Whom it may concern, Doctor [redacted] has submitted fraudulent "Doctor's Notes" with the intent of changing the billing coding for my Routine Physical Exam to a diagnostic appointment.  I state that this was Dr. [redacted]'s intent based on actual statements in these doctor's notes as well as the coding that was done and the charges that were associated with that coding.  According to the U.S. Department of Health and Human Services under a section of the Health Insurance and Portability and Accountability Act of 1996, called the Privacy Rule.  Health Partners has an obligation to change the Doctor's Notes, by Amendment, to reflect the actual occurrences rather than those that have been submitted.  These doctor's notes are not correct. Furthermore, these charges are in dispute and I provided a written request to keep my account in good standings to avoid sending these charges to a collection agency and affecting my credit rating.  [see attachment: [redacted] - Account [redacted] - Documentation Request, Good Standing Account].  Health Partners has ignored my request and has already sent me a letter dated 8/8/17 from Flannery [redacted], Senior Operations Manager, threatening to put my account in collections [see attachment: Collections Notice 8 8 17].  Due to this very process, it's clear that these charges are in dispute and I should not be further harassed during this process or receive a negative impact on my credit worthiness. Health Partners has informed the Attorney General's office in writing by a letter dated 7/10/17 from Flannery [redacted], that all charges related to the lab work have been written off, while those charges are still appear on billing statements that are sent monthly. [see attachments: Billing Statement 7 29 17 and Health Partners Dispute Letter to Attorney General's office 2 27 17]. Flannery also claims that she will contact me in this 7/10/17 letter, while she in fact has not.  I do not accept Health Partners response and would like the charges written off due to the simple fact that my routing physical exam has been miscoded and mischarged and the my medical record show that this appointment was for a Routine Physical Exam. Thank you for your assistance in this matter. Sincerely, [redacted]

March 23, 2016
Revdex.com of Minnesota and North Dakota
Attn: [redacted]
220 S. River Ridge Cir
Burnsville, MN 55337
Dear Mr. [redacted]:
I am writing in response to the letter we received from you on behalf of Mr. [redacted]. I understand Mr. [redacted] has concerns about a...

past bill. Thank you for bringing these concerns to our attention.
We reviewed the information that was shared with us and agree that a mistake was made. We apologize and are in the process of correcting this and providing our patient with a positive resolution of their concern.
If you have further questions, please call me at ###-###-####.
Sincerely,
Jenni W.
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services

May 17, 2017
 
Revdex.com of Minnesota
and North Dakota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville,
MN 55337
 
Dear Ms. [redacted]:
 
I am writing in response to the letter we received from you
on behalf of [redacted] Shah. I...

understand Ms. [redacted] is requesting additional
coverage for the services she received related to the birth of her child at
Abbott Northwestern Hospital from December 25 through 27, 2016. Thank you for
bringing her concerns to our attention.
 
Ms. Shah’s plan offers an incentive to pregnant members who
complete the HealthPartners Healthy Pregnancy Program. This program requires
members to complete an online assessment as well as an email program or
telephonic interaction with a healthy pregnancy nurse. For members who complete
this program, they will have the $500 copayment waived. Since HealthPartners
did not have record that Ms. [redacted] completed the HealthPartners Healthy
Pregnancy Program, the $500 copayment was not waived. 
 
HealthPartners Case Management department confirmed that members
are notified of the Healthy Pregnancy Program by the Summary of Benefits and
flyers posted on the employer’s intranet site, as well as information in the
Summary Plan Description (SPD).
 
We apologize for the frustration this has caused our member.
If Ms. [redacted] continues to dispute these charges, she has further appeal options
enclosed with the first level appeal outcome letter dated February 23, 2017.
 
Thank you for bringing this to our attention.
 
Sincerely,
 
HealthPartners Medical Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

March 23, 2016
Revdex.com of Minnesota and North Dakota
Attn: [redacted]
220 S. River Ridge Cir
Burnsville, MN 55337
Dear Mr. [redacted]:
I am writing in response to the letter we received from you on behalf of Ms. [redacted]. I understand Ms. [redacted] has concerns about a past...

bill. Thank you for bringing these concerns to our attention.
Under Minnesota Law, we cannot provide or disclose private information to your organization. HealthPartners is reviewing this issue, and we will respond directly to Ms. [redacted].
If you have further questions, please call me at ###-###-####.
Sincerely,
Jenni W.
Senior Consultant, Member Rights and Benefits
HealthPartners Member Services

;o) Good afternoon [redacted]   It was a pleasure to speak with you and unfortunate to learn about your unpleasant experience with our online services regarding your Muppet purchase.  As promised, attached please find a copy of the letter that was sent to you along with a surprise via...

Priority Mail.  Upon receipt, please contact me immediately or [redacted] our [redacted] to assist you with your Muppet creation.   I look forward to working with you diligently and expeditiously, so that you can put this daunting matter behind you. I am only a phone call away; if you have any questions or concerns about your Muppet development and process.   Best regards,   [redacted]   [redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
After disputing the charge with my credit card company, I received a refund from FAO on 9/**/15. I am still dissatisfied with FAO since I received the refund over two months after the original purchase and only after going through my credit card company, but at least I now have the refund and have not paid for the undelivered gift card. 
Sincerely,
[redacted]

Good morning [redacted]   First and foremost, I want to humbly apologize to you for any inconvenience that this may have caused you; along with not having anyone resolve this frustrating, daunting issue that is still looming.    My goal is to correct this matter and get you refunded...

ASAP; of which I do need from you a copy of your receipt and Driver’s License.      Please do not hesitate to contact me if you require further information or have any questions.   Best regards,   Ingrid P[redacted]     Ingrid P[redacted]  Senior World Manager – [redacted]

Review: This complaint deals with the on-line and regular FAO Schwarz stores. On the FAO Schwarz website a shopper can order a gift card, to give to a third party, for a Muppet Doll. As advertised on the website, a "cling kit" would be delivered along with the gift card, and the recipient could arrange the components of the cling kit in different ways to see what the final Muppet Doll would look like, and then go ahead and order the Muppet on-line. When the gift card arrived, it arrived in a sealed envelope. No cling kit was with the order. Additionally, inside of the sealed envelope with the gift card was a very crummy looking low-quality xeroxed letter stating that the recipient of the gift card would be able to use the attached cling kit to see how they wanted to construct their Muppet.After contacting the on-line store of FAO Schwarz, the representative said only that she would take additional information from me so that she could refund my money. I did not want a refund as this was a coordinated group gift. The on-line representative then advised me to call the regular FAO Schwarz store. Repeated calls to the store were never answered and I left multiple voicemails. Finally a representative who said her name was [redacted] called me back and listened to my story and said she would try to help me. I never heard anything back from her.FAO Schwarz is engaging in false advertising.Desired Settlement: FAO Schwarz is engaging in false advertising. Their website needs to be changed. I would like an explanation from FAO Schwarz on why it was impossible for them, a world-renowned store, to simply deliver the cling-kit as advertised. There were other shoppers on their website who had left reviews stating that they also did not get their cling kits and that the letter accompanying the gift card was very poor in quality.

Business

Response:

;o) Good afternoon [redacted] It was a pleasure to speak with you and unfortunate to learn about your unpleasant experience with our online services regarding your Muppet purchase. As promised, attached please find a copy of the letter that was sent to you along with a surprise via Priority Mail. Upon receipt, please contact me immediately or [redacted] our [redacted] to assist you with your Muppet creation. I look forward to working with you diligently and expeditiously, so that you can put this daunting matter behind you. I am only a phone call away; if you have any questions or concerns about your Muppet development and process. Best regards, [redacted]

Review: I purchased electronic gift cards through fao.com in august. I never received the gift cards even though their system said they were shipped. Over the course of 6 weeks, I called no less than 10 times trying to get the issue resolved. I was told different stories every time I called toysrus customer service. Finally, after 6 weeks I was able to speak with a different department in customer care that required my to show of purchase for the gift cards I used in the transaction. After they confirmed that I bought them legitimately, I was told that they were refunding the money back to the gift cards. I received notification that they money was back on the cards, but tried to use them in store and online and the pin numbers associated with the cards no longer work. So, now I have not received what I ordered and I cannot use the balance of the cards that I started with. I am being told that they have to escalate the matter again. This has been going on for over 2 months. The value of the cards I used is $415 and I have now made at least 20 calls trying to get this resolved totally at least 20 hours of my time.

I was told as recently as Thursday 10-*-15 by a customer service supervisor named Allie that I refund was processed to the cards (4 total) on 10-*-15 and the money would be back on the cards Friday 10-*-15. The money was not back on the cards and when I called again, I was told it would have to be escalated again.Desired Settlement: I simply want the refund that I have been promised numerous times and the gift cards I purchased. I should not have to spend over 20 hours of my time to achieve this goal.

Business

Response:

Good morning [redacted] First and foremost, I want to humbly apologize to you for any inconvenience that this may have caused you; along with not having anyone resolve this frustrating, daunting issue that is still looming. My goal is to correct this matter and get you refunded ASAP; of which I do need from you a copy of your receipt and Driver’s License. Please do not hesitate to contact me if you require further information or have any questions. Best regards, Ingrid P[redacted] Ingrid P[redacted] Senior World Manager – [redacted]

Review: I was assured that I would not be charged the return shipping. I ordered a gift for my niece, however, after placing the order yet receiving no email confirmation or seeing the purchase on my card I purchased a similar item on [redacted]. Right after my [redacted] purchase I got an email from fao. They were pleased to inform me my order had shipped...7 days after and wuth no confirmation . When I called customer service I was told if the package was refused I would not be charged shipping. The package was refused. I still paid the shipping. No email confirmation. No charge until shipped...? Not a good practice for a kids toy shop when you want to get a birthday gift on time. Eh?Desired Settlement: I want my shipping back.

Review: I ordered a backyard climber from FAO through [redacted]. As soon as I ordered it I realized this was the wrong one. It is way too small for my granddaughter. I called them within an hour. Since I'd ordered from [redacted] I had to go through them. After about an hour on hold they told me it was too late to cancel. I sent an email to FAO explaining this and they responded that they would not cancel it but I was welcome to return it. This is not a small toy - it is a large, heavy item. It will cost me a fortune in shipping charges. It is not due to ship for 2 weeks but they refuse to cancel it. "It's already in production." They certainly could cancel it. I called within hours, not days. They are just counting on that I will keep it rather than send it back. That is a very poor way to treat a customer. I WILL be returning this and I will never order from them or [redacted] again.Desired Settlement: I want them to cancel this order. They say it has shipped but it is not due to arrive until April [redacted]. Is it shipping from China? I know all they have done is print the shipping label. They could cancel this if they wanted. Very poor customer service!

Business

Response:

Good afternoon [redacted]r First and foremost, I would like to apologize on behalf of FAO Schwarz for not responding to your issue in a timely manner; as I was just sent the email from the Revdex.com yesterday. Can you please forward to me your contact number, because the one that was listed on your complaint (###-###-####) is incorrect. Please note, I will work diligently at trying to resolve your issue in a timely manner; in hopes that you will be satisfied with the end results. I look forward to speaking with your soon [redacted]r Best regards, [redacted]

Review: I ordered an e-gift card for my nephew's birthday. My card has been charged, but my sister has not received the e-gift in her email. I contacted customer service by email and was given a message that I'd be contacted within 24 hours. It has been more than 24 hours, and I still have not been contacted by FAO.Desired Settlement: I want my credit card refunded, since no one ever received the gift card.

Business

Response:

Good morning [redacted] First and foremost, I want to humbly apologize to you for any inconvenience that this may have caused; along with not having anyone respond to you in a timely manner. My goal is to correct this matter and get you refunded ASAP; of which I do need from you a copy of your receipt and Driver’s License. Please do not hesitate to contact me if you require further information or have any questions. Best regards, Ingrid P[redacted] Ingrid P[redacted] Senior World Manager – Store [redacted]/Times Square | P ###-###-#### | [redacted]

Consumer

Response:

After disputing the charge with my credit card company, I received a refund from FAO on 9/**/15. I am still dissatisfied with FAO since I received the refund over two months after the original purchase and only after going through my credit card company, but at least I now have the refund and have not paid for the undelivered gift card.

Sincerely,